Speech Technology Magazine

Interact

In Praise of User Research

Consider this solution to reel in elusive answers.
Interact, Posted 28 Jul 2014

Spam Calls: The New Outbound Problem

An increase in junk calls requires added vigilance by legitimate firms.
Interact, Posted 30 Apr 2014

A Foolish Consistency in User Interfaces

When serving customers, a little change can be a good thing.
Interact, Posted 10 Feb 2014

Getting to the Bottom of IVR Abandonment Rates

A shortage of data is not the problem.
Interact, Posted 15 Nov 2013

The Perils of PIN Proliferation

Why is secure identification so difficult?
Interact, Posted 12 Aug 2013

VUI Designers Fight a Losing Battle

When project teams lose sight of the big picture, users lose too.
Interact, Posted 10 May 2013

When Bad IVRs Are Good Enough

Users accustomed to substandard systems can't imagine any better.
Interact, Posted 10 Feb 2013

VUI Designers Know Cross-Channel Design

Mobile apps raise expectations—and the bar.
Interact, Posted 10 Nov 2012

VUI Design: A Career Path Less Taken

Hiring the art of creative constraint
Interact, Posted 10 Sep 2012

Usability Testing Connects the Dots

This valuable tool offers unique insights into caller motivations.
Interact, Posted 10 Jul 2012

Reports of Persona's Death Have Been Greatly Exaggerated

New technologies encourage speech designers to get creative.
Interact, Posted 01 May 2012

May I Have Your Attention, Please?

When designing an IVR, consider the impact of caller distraction.
Interact, Posted 01 Mar 2012

A Change Is Gonna Come

Steps for making sure it's the change you need
Interact, Posted 01 Jan 2012

Where's My Flight?

Studying use cases and context helps to improve self-service.
Interact, Posted 01 Nov 2011

If It’s a Tornado, Just Text Me

Automated messaging must be highly relevant and user-specific
Interact, Posted 01 Sep 2011

Irrationally Held Truths Take a Toll

When organizations make assumptions about customers, rather than collect real data, self-service applications suffer
Interact, Posted 01 Jul 2011

Watson: Much Ado About Toronto

Jeopardy gaffe by IBM's intelligent speaking supercomputer underscores importance of resolving miscommunication
Interact, Posted 01 May 2011

Unhappily Ever After

A fable about the limits of expertise
Interact, Posted 01 Mar 2011

The Hooptedoodle of Phone

The rules of writing also apply to script design.
Interact, Posted 05 Jan 2011

Empathy, Dollars, and Sense

It's not enough to simply say you understand the customer.
Interact, Posted 01 Nov 2010

To Usability Test...Or Not?

Sometimes conditions exist that can send tests awry.
Interact, Posted 01 Sep 2010

What Usability Testing Can't Tell Us

And when's the best time to get it done.
Interact, Posted 01 Jul 2010

The Guitar and the Case of Opportunity Lost

New game brings out a speech technology wish list.
Interact, Posted 03 May 2010

The Modality of Last Resort

Consider the IVR avoiders as well as the supporters.
Interact, Posted 08 Mar 2010

Opening the Kimono

Lessons learned from some past speech deployment mistakes.
Interact, Posted 10 Jan 2010

Are You Happy When People Call?

We should be grateful when customers call us to complain.
Interact, Posted 01 Nov 2009

All Dressed Up with Nowhere to Go

IVR could be the weakest link in the communications chain.
Interact, Posted 01 Oct 2009

IVRs and Traumatic Brain Injury

Situational awareness boosts system and company credibility.
Interact, Posted 27 Aug 2009

Goldilocks and the Three IVRs

Usage data comes in three sizes: too little, too much, and [rarely] just right.
Interact, Posted 14 Jul 2009